Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Use > Service Desk (Streamlined Interaction) > Service Desk workflows and user tasks > Access Service Desk views

Access Service Desk views

Applies to User Roles:

Service Desk Agent

Streamlined Service Desk views contained in the Favorites and Dashboards navigation pane enable you to easily and quickly access specific types of records.

To view the streamlined Service Desk views, click Favorites and Dashboards > Streamlined Service Desk. ITSMA Service Management provides the following default streamlined Service Desk views:

Interactions with initial process target – Breached
Interactions with initial process target – Breach within 1 hour
Interactions with initial process target – Breach within 4 hours
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